Summary: Use this glossary to understand labels that appear in the DSE Support Center and in ticket notifications.
AudienceDSE customers and authorized contacts
Procedure2 guided sections
Checklist0 specific actions
ReviewedJuly 16, 2026
Visual walkthrough4 visual references for this procedure
01Ticket and account terms
| Term | Meaning |
|---|---|
| Ticket | The support record for one request, issue, question, or coordinated body of work. |
| Requester | The primary customer contact associated with the ticket. |
| Collaborator | An additional authorized contact included in the ticket conversation. |
| Client account | The verified sign-in used to create portal requests and view authorized ticket history. |
| Organization | The customer company record connected to contacts and tickets. |
| Site or sub-company | A location-specific company record linked under a main company when DSE maintains a multi-site hierarchy. |
02Workflow terms
| Term | Meaning |
|---|---|
| Help topic | The intake category used to route a new request. |
| Status | The stored state of a ticket. Customer-visible production states primarily include Open, Resolved, and Closed. |
| Priority | A business-impact indicator used during triage; it does not guarantee a specific response time. |
| Assignment | The DSE person or team currently responsible for the next action. |
| Reply | A customer-visible message added to the ticket conversation. |
| Attachment | A file connected to a ticket and protected by ticket-access rules. |
| SLA | The service target applied by DSE configuration. The applicable plan may vary by request, department, schedule, or agreement. |